Connect your WhatsApp Business number and the agent replies to your customers, voice notes included.
Customers message your WhatsApp number and the agent replies, from the published version, with the same knowledge and tools as on your website.
Connect
Open the agent's Settings → WhatsApp and click Connect WhatsApp. Log in with Facebook, pick your business and confirm your number with the code WhatsApp sends. It takes about two minutes.
If you already use the WhatsApp Business app on the number, tick I use the WhatsApp Business app on this number first. You keep using the app on your phone, and the agent answers alongside you.
Voice notes
Customers can send voice notes. The agent transcribes them and replies in text, the same as if the customer had typed.
Limits
Conversations per day: new conversations stop for the day at this number. A conversation restarts after 40 messages or a day of quiet.
Connect manually
If you've already set up your own Meta app with the WhatsApp product, you can connect it directly instead:
- In your Meta app, go to WhatsApp → API Setup and copy the Phone number ID (the long ID under the number, not the number itself).
- Paste the phone number ID, an access token and your app secret into Cencori.
- In your Meta app, go to WhatsApp → Configuration → Webhook → Edit. Paste the Callback URL and Verify token Cencori shows you, verify, then subscribe to the
messagesfield.
Good to know
- WhatsApp only lets a business start a conversation within 24 hours of the customer's last message. The agent replies to customers; it doesn't message people out of the blue.
- Pair WhatsApp with owner alerts so you hear about bookings and callbacks without watching the chat.